Job Description

As a Client Journey Coordinator at The Owl Centre, you are key in ensuring our clients and families have a smooth and supportive journey with us throughout their assessment. You do this by overseeing the administration tasks and responding to queries in line with service level agreements. You also work closely with our clinical leads to schedule our clinicians diaries to ensure utilisation rates are met.

What you'll be doing:

Work within the Operations team to achieve key performance indicators and deliver service level agreements. Onboard new clients to our systems accurately and efficiently. Review clinician's calendars to ensure they are effectively utilised in line with utilisation targets. Assign our clients to clinicians and book appointments to enable them to deliver assessments. Liaise with clients, parents, schools and other third parties regarding any information needed throughout the assessment process to ensure there are no delays. Ensure the client journey is as short as possible by moving the client through the pathway effectively until completion. Ensure client reports are completed daily to ensure stakeholders receive diagnostic outcomes in a timely manner. Frequently review for gaps in clinician's diary's and proactively book appointments to maximise productivity. Collaborate with the clinical teams for input on internal or external queries, ensuring these get answered promptly. Complete and present monthly data returns for stakeholders on project progress, highlighting to clinical leads when there are issues to ensure solutions are in place. Work closely with the project lead to identify any resource gaps or scheduling issues and offer ideas on how to resolve them. Work with the Client Journey Manager and Service Leads to resource projects with a clear understanding of commercial viability. Develop an understanding of all Owl services, projects, bookings processes and pathways. Conduct daily admin quality checks on submitted reports, highlighting any areas of concern to the clinical team.

We'd love it if you had:

Substantial experience in an administration role Knowledge of MS Office applications (Excel, Word, Powerpoint) Healthcare experience or an understanding or a role with a client centred focus (patient) Experience of managing diaries or scheduled appointments for multiple people / clients

What you'll get:

Being part a purpose led organisation, with strong values at the heart of everything we do. Working alongside our exceptional clinical leadership team and colleagues. The opportunity to do amazing work with our charity 'Waiting Well' 50% off assessments, making Autism & ADHD assessments more accessible for you and your family. Great leave benefits package includes 25 days of annual leave, increasing by 1 day after only 1 year service up to a maximum of 30 days, your birthday off, and a 'you do you' day to spend on yourself. Hybrid & Home working offering the perfect blend of flexibility and in-person collaboration! Growth opportunities, as we grow our teams. Protected time to connect with colleagues.

You're someone who connects with our values:

We are one team We are reliable We are creative We are passionate

Don't be put off if you cannot tick all the boxes. We know that candidates can be put off applying if you don't feel you are a 100% there, but we would still love to hear from you! We get that a diverse workforce makes a great workforce, this is the reason we are committed to creating a diverse and inclusive culture where our people can turn up, be themselves & thrive.

We want you to be as relaxed as possible during our selection journey which may require an adjustment to our process. We encourage you to be open about what you need so we can adapt and allow you to thrive.

Please note - this is a hybrid role and there is an expectation to attend the our office in Pontypool at least twice a week.

Job Types: Full-time, Permanent

Pay: 30,000.00 per year

Benefits:

On-site parking Work from home
Work Location: Hybrid remote in Pontypool NP4